Tag: uk

How AI-enabled loyalty programmes are transforming customer engagement

Loyalty programme enrolment has been increasing in recent years. At first glance, this looks like a positive trend for brands. But dig a little deeper, and it becomes clear that the growth in membership isn’t necessarily translating into deeper engagement. According...

This week in CX: major moves in food delivery and customer loyalty

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve explored key developments, including DoorDash’s £2.9 billion acquisition of Deliveroo, AWS’s move to modernise contact centres, and how few UK firms are prepared for upcoming...

AI is transforming businesses, but what happens to the CX jobs?

Artificial intelligence is changing the competitive landscape at an unprecedented rate. It’s easy to get the impression that if an organisation isn’t using AI, it is already falling behind. And that may well be true. A survey by Medallia claims that...

UK workers lose hundreds of hours chasing information

A recent study by Lucid Software highlights a huge productivity drain in UK workplaces: over half of employees (53%) spend up to two hours each day just trying to locate essential information. This daily scramble adds up to 520 hours...

Strike the wallet while it’s hot: retailers are missing their best shot in the post-purchase phase

Retailers are missing out on a golden opportunity to drive repeat sales right when a customer takes the card out of their wallet. New research reveals that 63% of UK businesses lack the tools to re-engage customers between checkout and delivery,...

Shell eyes BP, workers eye rights, businesses eye recovery: three fronts in the UK economy

Shell weighs historic BP acquisition as shares slide Shell is reportedly exploring the possibility of acquiring rival oil giant BP, according to Bloomberg. The potential takeover—still in early discussions—could mark one of the oil and gas industry’s largest deals, combining two...

Gatwick pay disputes, M&S cyber fallout, and the growing demand for sabbaticals

M&S halts hiring amid ongoing cyber attack disruption Marks & Spencer has paused all recruitment following a major cyber attack over the Easter weekend that disrupted online orders and left stores with empty shelves. The retailer has removed all job postings...

This week in CX: AI won’t save bad marketing

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve explored how brands can stop annoying their customers by finding the balance in personalisation, the double-edged power of AI-driven ads, and why reskilling is now...

Getting personal without getting weird

On Valentine’s Day this year, Deliveroo launched what it thought was a charming campaign. The company sent handwritten love letters to select customers, posing as a secret admirer, along with a 15% off flowers voucher. Meant to be cheeky and...

Public sector workers may gain, others fear AI cuts, as Meta confronts abuse allegations in Africa

Teachers and nurses could receive up to a 4% pay rise in 2025-26 Public sector workers, including teachers and nurses may see pay rises of up to 4% next year, exceeding the UK government’s initial 2.8% budget forecast. Reports suggest the...